The 19th Annual Asian Shared Services & Outsourcing Week was held on 15 - 16 November 2016 in Singapore.
If you didn't make it to the event, you can still enjoy the key takeaways from our Community Manager, Rochelle Hood!
For more information, visit www.sharedintelligence.com.
3. Background
As leaders gathered from 9 different countries
across Asia, including expanded participation
from emerging locations such as Sri Lanka,
Indonesia and Thailand, the growth in the
region was readily apparent.
Discussions focused on how to genuinely remain relevant to
customers and not only keep up with, but anticipate and directly
contribute to the changing business needs stimulated by digital
disruption being experienced across most industries.
Singapore
Malaysia
Philippine
s
India
China
Thailand
Indonesia
4. The keynote speaker, global futurist
Anders Sorman-Nilsson, summed up
the theme well as he described the
“No Human” product offering.
His humorous analogy of seamless service delivery included a
non-judgmental robot drone providing food delivery and a claw
device for the customer to accept the order without any
possibility of eye contact or human interaction.
Background
5. This vision of the future created pause and certainly challenged
leaders in attendance to envision a world in which service
delivery makes strong use of technology and automation.
The following are the key takeaways and highlights captured by
myself and one of the conference chairmen, Simen Munter.
Click here to view or download all the presentations.
Background
7. 2
Agile is an important approach
not only for IT projects;
it’s no longer about cost, it’s about
speed (rapid technology adoption,
faster integration of acquisitions, swifter
scope expansion and globalisation of
processes)
15. 10
Today’s workforce sees paper as
an iPad that doesn’t work;
consider the tools and the way
you manage your workforce of
the future
16. 11
Studies show organisations with
higher digital integration earn
higher NPS (Net Promoter Score)
customer satisfaction ratings (21%
of people surveyed would rather
go to the dentist than have to visit
a bank branch)
18. 13
Drive innovation back in to
the business. Recognise the
human element of respect
and trust that moves you
away from low cost
19. 14
Operational metrics are important
for internal operations; relationship
strength is the important measure to
your customers. Build a culture and
behave in a way that demonstrates
customer importance, don’t measure
it with a 25-page SLA
20. 15
Once you automate,
evaluate and plan how to
retool your people who
have knowledge and want
to move up the value chain
21. 16
Earn your seat at the table
by identifying and
communicating how you
your SSO is a competitive
advantage for the
organisation
22. 17
Focus more on how to create
visibility into the end-to-end
customer experience
23. 18
Used to think of shared services
working as a flow, like a
manufacturing line. Change your
thinking to race car pit stop
processing and position your value
proposition differently
27. You’ll need your Shared Intelligence
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the slides.
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Simply request a new password.
One last thing…
